MISSION/CORE PURPOSE

• Assist in evaluating Non 1st call resolution queries escalated by the front office
• Identify problem symptoms and trends for escalation to Mobile Money Operations Manager
• Provide back end support to Field staff
• Accurate recording of customer information on the system and routine KYC checks on Mobile Money subscribers
• Generate reports on all escalated queries and forward to Ecosystem Analyst

CORE RESPONSIBILITIES

Supervisory /Managerial/ Leadership Complexity

• Conduct regular weekly staff meetings to track staff performance(s), encourage feedback provide minutes of all meetings with staff.
• Build one-on-one relationship with team members.
• Schedule and plan staff annual leave and ensure that approved annual leave are log on the HRIS /Popay and taken on time
• Ensure strict adherence to the standard operating procedures for mobile money operations at all times
• Set goals and objectives for direct reports, monitor progress and maintain motivation
• Manage performance of team.
• Identify staff training and development needs and implement necessary actions by ensuring that these gaps are covered
• Recommend incentive scheme for hardworking and committed staff

Role Complexity

• It is very important for the person in this role to have a fair understanding of the objectives and nature of the operations in the various technical and commercial functions in order to be able to effectively provide reliable operational advice and guidance

Creativities (improvement/innovation inherent)

• Proactively propose business solutions for the resolution of potential operational risk
• Use an innovative approach to problems, implement within specified time and quality.
• Propose ways and means to improve customer satisfaction and net promoter score.
• Be innovative with regards to the implementation of standard operating procedures (within specified deadlines set)
• Make suggestions to enhance and define the processes for further improvement of services.
• Apply an understanding of which areas of the business need to be included when implementing approved suggestions on improved mobile money services.
• Independent thought and Judgment
• Use of independent thought and judgement in strict alignment with standard operating procedures of the mobile money distribution and operations.
• Independent thought and judgement are based on experience
• Development of business solution to ensure compliance, with actual solution to be approved by the various stakeholders.
• Changes in processes with regards to the implementation of the standard operating procedures.
• Use of best practices to ensure compliance to Central Bank Regulations, mobile money standard operating procedures etc.

QUALIFICATION AND EXPERIENCE

Education

• Bachelor’s Degree in marketing, Business / any of the Social Sciences
• Associate Degree or any tertiary diploma in Sales distribution or channel Management
• Relevant Certificates/accreditation/membership with professional bodies, is an added advantage

Experience

• Minimum of three (3) years’ working experience, with proven track record, as a distribution coordinator in a business environment
• Minimum of three (3) years’ demonstrated experience in creating proactive strategies

CORE COMPETENCIES

Important competencies required for the position

Must be a Role Model of ethical practices by living the MTN Values of : Leadership ; Innovation ; Relationship ; Integrity ; Can Do & adopt the MTN VitalBehaviorsof : Complete Candour ; Complete Accountability ; Active Collaboration; Get-It-Done; for others to follow

Knowledge & Skills:

• Ability to write comprehensive reports and communicate effectively with all levels of Management within MTN and with all types of Stakeholders
• Very good knowledge and skills of Microsoft office suite, with special skills in using MS PowerPoint, MS Word and other relevant software
• Sound judgement and ability to analyze situations and information
• Good knowledge of local telecoms law (rules and regulation)
• Understanding and application of standards.
• Compliance Management
• Business Planning
• Knowledge of Project Management Principles and practices

Skills /other Competencies:

• Manages the alignment and execution of tactical activities
• Has the mental agility to identify and solve relevant situational challenges
• Executes on innovative commercial practices and identifies areas for continuous improvement
• Is self-aware and supports team capability development through opportunity creation for realizing potential
• Builds professional networks across industry through collaboration and co-operation to uphold the MTN Brand
• Drives team objectives and contributes to sustainability of results through ethical practices
• Clarifies priorities, plans, organizes and co-ordinates the work of others
• Excellent communication and presentation skills
• Strong determination to succeed
• Proven ability to think and present new ways of getting things done
• Proven track record of being a team player
• Strong Negotiation and influential skills
• Understanding the market from a general perspective
• Understanding best practices within the telecommunications industry

Behavioral Qualities

• Analytical Thinker & Problem Solver
• Operational Value Creator & Culture and Change Champion
• Supportive People Manager & Relationship Manager
• Results Achiever & Operationally Astute
• Commitment to the organization
• Good teamwork and cooperation

HOW TO APPLY:

Email all applications (Cover Letter and updated Resume/Curriculum Vitae) to:

hrvacancy.lr@mtn.com

Or apply through the system below.

In the Subject of your email: State your name and the vacancy you are applying for.

Deadline for submission: Wednesday, September 9, 2020 @ 4:30 p.m.

Please Note the following:

1. Only short-listed candidates will be contacted.
2. No Phone calls will be accepted
3. The Position is not an EXPATRIATE position. Foreign nationals qualifying must be prepared to accept contract on LOCAL TERMS.